IT End User Analyst

@ Techvilla Solutions
Techvilla Solutionstechvillasolutions.com

IT End User Analyst

Carver Ranches, Florida
Posted 1 day ago

About the job

A company seeking an IT End User Analyst to provide tier 1/2 support, manage ServiceNow tickets, analyze IT data, and improve support services.

Requirements

  • Experience with ServiceNow
  • Desktop and mobile troubleshooting
  • Knowledge of Microsoft 365
  • Customer service skills
  • Troubleshooting in enterprise applications

Qualifications

  • Bachelor’s in IT, CS, IS
  • 3+ years IT support experience
  • Strong communication skills
  • Troubleshooting skills
  • Experience with IT asset management

Full job description

We are seeking an experienced IT End User Analyst to provide L1/L2 desktop and end-user support, manage ServiceNow tickets, analyze IT support data, and assist with asset management and reporting.

Roles and Responsibilities

  • Provide L1/L2 technical support for desktops, laptops, mobile devices, and enterprise applications.

  • Manage and resolve ServiceNow incidents, service requests, and knowledge-related tickets.

  • Create and maintain ServiceNow reports and dashboards to track ticket performance and support trends.

  • Analyze IT support data, identify trends, and provide insights to improve service delivery.

  • Perform desktop troubleshooting, application support, and end-user issue resolution.

  • Support IT asset management, including tracking and maintaining hardware and software assets.

  • Assist with Microsoft 365 and other enterprise end-user technologies.

  • Document troubleshooting steps, resolutions, and knowledge articles.

  • Provide excellent customer service and communicate effectively with end users and technical teams.

Required Qualifications

  • Bachelor’s degree in Information Technology, Computer Science, Information Systems, or equivalent experience.

  • 3+ years of experience in IT support, help desk, desktop support, or end-user computing.

  • Hands-on experience with ServiceNow, including Incident, Request, and Knowledge Management modules.

  • Experience creating and maintaining ServiceNow reports and dashboards.

  • Strong troubleshooting skills across desktop, mobile, and enterprise applications.

  • Knowledge of Microsoft 365 and enterprise end-user technologies.

  • Experience with IT asset management and support processes.

  • Strong analytical, problem-solving, and customer service skills.

  • Excellent verbal and written communication skills.

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